IT Support Analyst - Service Desk with Dutch

3M Pharmaceuticals Inc.
Posted on

Type

Administration

WROCLAW, , POLInformation TechnologyR01011339

Goal of the position:

The IT Support Analyst - Service Desk provides technical support by phone, chat and web tickets to 3M employees, contractors and vendors, on Windows / iOS, software/hardware technical issues. This position requires technical and functional knowledge of various programs and IT infrastructure, as well as the ability to work within cross-functional teams from different businesses and various countries in a complex organization with differences in language, culture and time zones. Some degree of judgment required in resolving non-standard problems may be needed.

Duties and responsibilities:

  • Routing more advanced problems outside of established guidelines or scope to the appropriate support group.
  • Utilization of the Knowledgebase, ensuring all documented solutions are applied, following the established documentation standards, and provide feedback for necessary updates to the database.
  • Acquiring and maintaining knowledge of relevant IT services/ application offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
  • Identifies problems and opportunities for improvement with components or processes used to deliver IT solutions.
  • Flexibility to adapt to schedules within the same shift or to a different shift in case required.
  • Service Scope (Monday – Friday and Sunday) 6:00 AM – 7:30 PM.

Qualifications

  • Should possess or currently studying Bachelor's degree in Information Technology and/or Information Systems or other IT related disciplines.
  • Functional knowledge Microsoft Office and Office 365 suite, including SharePoint, One Note and Visio.
  • Proficient on English (Written and oral).
  • Knowledge of the foreign languages (English plus additional required language or languages)
  • Demonstrated tolerance of ambiguity, self-motivation and flexibility to adapt to a changing environment.
  • Excellent listening and communication skills, customer service and interpersonal skills.
  • Fast learning and well developed analytical thinking and problem solving skills.
  • At least 2 years of experience working on a technical support environment as a plus
  • At least 1 year of experience in working on a call center environment as a plus

Knowledge and skills:

  • Technical and /or functional knowledge of Lotus Notes.
  • Advanced technical knowledge in Office 365, One Drive, Active Directory.
  • In-depth knowledge on Apple /iOS devices.
  • Intermediate to advanced knowledge on Networking, Share Point and Remote connectivity, including VPN.
  • Excellent interpersonal, written and team collaboration skills
  • Knowledge and /or certification on a Service Management framework such as ITIL.

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More Information

Posted on

Type

Administration

Wroc%C5%82aw%2C%20Poland

WrocΕ‚aw , Poland